Senior Business Analyst, Operations

Senior Business Analyst, Operations - Quezon City, Philippines

Are you driven with a passion for problem-solving and continuous improvement? Would you like to be part of a team in helping a NYSE listed global financial services company focusing on Global Complaints Investigations, Root Cause Analysis (RCA) and Break-Fix? Then it's time to join Western Union as Senior Business Analyst, Operations.

Western Union powers your pursuit.

Responsible for conducting in-depth root cause analysis and investigations into customer complaints, executive escalations, and various business problems. Our skilled Senior Business Analyst will apply lean and agile methodologies to identify, analyze, and solve complex issues, driving efficiency and continuous improvement within the Company.

In addition, this role will contribute to the effectiveness of our operations and organization by combining their expertise with complex business problem solving initiatives which will improve our customers' experience and service delivery.

Role Responsibilities

• Conduct deep dive root cause analysis and investigations into customer complaints, executive escalations, and business problems within the Global Complaints Investigations, RCA and Break-Fix team.
• Apply lean and agile methodologies to identify inefficiencies, bottlenecks, and areas for improvement within operations.
• Prioritize business problems based on impact and urgency, collaborating with cross-functional teams to develop solutions.
• Translate business requirements into technical specifications for implementation by development teams.
• Work closely with cross-functional teams including operations, IT, and product development to ensure alignment and seamless execution of initiatives.
• Utilize data analytics, data mining and performance metrics to track progress and measure the impact of implemented solutions.
• Provide strategic insights and recommendations to senior management based on findings from root cause analysis and investigations.
• Act as a subject matter expert on lean and agile methodologies, providing guidance and training to team members as needed.
• Develop clear and concise reports and executive summaries with findings and recommendations for stakeholders at all levels of the company.

Role Requirements

• Bachelor's degree in Business Administration, Operations Management, or related field.
• Proven experience as a Business Analyst or similar role, preferably in Operations.
• Minimum 4 years in complex retail/consumer financial/payment services organizations with multiple financial products, or a regulatory agency or law firm involving payment services compliance issues relating to anti-money laundering, Bank Secrecy Act, and related laws and regulations is preferred.
• Strong analytical skills with the ability to conduct in-depth root cause analysis, process mapping and data analysis. Experience with data analytics and visualization tools is a plus (e.g. Visual Basic, SQL, MS Project, familiarity with Tableau)
• Preferred experience in creating complex data mining algorithms and solutions.
• Preferred Certifications: Lean Six Sigma Green and Agile (e.g., Certified Scrum Master).
• High ability to prioritize tasks and manage multiple projects simultaneously. Detail-oriented with a focus on delivering high-quality results.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

Benefits

• Paid Time Off
• Health card (HMO) coverage with unrestricted dependents from day 1 of employment (65 years old and below for parents and 22 years old and below for children/siblings)
• Group Term Life Insurance
• Employee Assistance Program (EAP)
• Hybrid Working Arrangement
• Unique Incentive Program

Our hybrid work model

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

We make financial services accessible to humans everywhere. Join us for what's next.

Western Union is positioned to become the world's most accessible financial services company - transforming lives and communities. We're a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You'll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you're ready to help drive the future of financial services, it's time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Estimated Job Posting End Date:
05-15-2025
This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.
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